Financial Assistance Representative ; Collections Representative

Redwood Credit Union is looking for a Financial Assistance Representative I who will be responsible for performing a wide variety of semi‑routine duties of moderate complexity requiring the exercise of discretion, initiative, judgment, independent analysis, and detailed knowledge of departmental procedures.

• Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments, assess account status, and restore services.
• Handle inbound and outbound calls while adhering to compliance and member information security protocols.
• Deliver exceptional service to members and internal departments, making sound decisions and escalating issues when necessary.
• Perform skip‑tracing and support delinquent members by processing payments, extensions, and workout loans.
• Recommend accounts for repossession and assist Collateral Recovery Officers with documentation and follow‑up.
• Support bankruptcy and deceased member account processes as assigned.

• Assist in processing requests for charge‑off accounts for those loans determined to be un‑collectible.
• Complete departmental and back‑office tasks as assigned, including typing, routine letters and/or documents.
• Assist in the preparation of documents needed for the pursuit of legal action against Members and/or support the bankruptcy process, as assigned.
• Prepare periodic specialty reports or balance department related general ledger accounts, as assigned.
• Serve non‑delinquent Members by accepting phone payments, processing extension requests and workout loans.

• Knowledge of Fair Debt Collections Act.
• Knowledge of Federal and state laws, rules, and regulations concerning Credit Union collection activities.
• Comprehensive knowledge of repossession process.
• Comprehensive understanding of call center environment.
• Knowledge of skip tracing, small claims, and bankruptcies.
• Knowledge of insurance (collateral and disability) as it pertains to the collection of delinquent accounts.
• Skill in the operations of a personal computer with Internet and intranet access, word processing and spreadsheet software.
• Ability to provide quality professional service to all Members.
• Ability and desire to work in a team environment.
• Ability to keep Members information confidential, strictly adhering to company MIS policies.
• Ability to measure performance in a productivity driven environment.
• Ability to communicate effectively, accurately, intelligently, and professionally, both verbally and in writing, including effective telephone communication skills.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability to work a rotating schedule which will include working on rotating Saturdays.

The ideal candidate has a combination of education and experience equivalent to a high school diploma with a minimum of three years of collections experience in a measured, productivity driven environment.

Base starting range: $27.00 to $35.00 per hour commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

• Competitive medical, dental, and vision insurance, mental health offerings.
• Employee performance incentive plan.
• Salary Advancement– Merit increase based on performance.
• 401(k) program with employer match.
• Time Off– Competitive PTO accrual plus 11 paid company holidays and your birthday off!

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans.
• RCU employees are eligible for a 1% discount on all recreational or boat loan products.
• 2% discount off Visas and LOC Loans through RCU.
• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
• 0% interest on garment, fitness, or home office equipment loan of up to $500.
• 100% financing for employee purchased homes.

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 20 pounds occasionally.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors; majority of the time is spent sitting at a desk.

* Redwood Credit Union is not offering Visa transfers and/or sponsor ships for this position.

Internal Team Members:
If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer